Lindsay was working a very busy and challenging shift in the emergency department. She had two high-acuity patients who required much of her time and a very confused patient who continuously screamed at the staff. While the extensive madness with the other patient was occurring and the nurse was addressing them, I observed her taking care of another patient.

The patient was having "chest pain," not high on the acuity scale, and was telling the nurse, "It's probably nothing, but I have never felt like this before, ever." While the patient was minimizing his presentation, Lindsay listened and then took the time to validate his complaint and educate him regarding his risk factors, options, and plan of care for admission. She told him that she had medications to give him. He expressed that he did not know those medications and wasn't sure he wanted them. Lindsay, patient and calm, took the time to teach him about each of the medications. She explained the medications to him skillfully at a level that the patient understood. She was amazing with her explanation, and not once did she seem rushed or concerned with the unit chaos around them. She was his nurse, and her time was his. She checked to make sure he understood and checked before each medication, "You understand? You're ok taking this one or do you have more questions?" He successfully understood, and she was able to administer the medications. She demonstrated her commitment to honoring the patient's voice, striving for excellence, and being a compassionate nurse in her actions. She made a difference in his comprehension and understanding, which developed his trust in her as his nurse. Thank you, for setting the standards high for all of your patients and being a role model for the nurses that are watching you.